MyCentric Rep

Centric is committed to creating, encouraging, and nurturing a safe and inclusive work environment. These same standards are expected of each of our employees. Centric values and celebrates diversity in the workplace and we welcome those with unique backgrounds, working styles, and skillsets. Our culture recognizes and embraces each person’s unique contribution to our success, and empowers our team to connect, belong and grow, so that we can better serve our members and community.

Role:

Provide Live Centric Service to all members through all digital touchpoints.

Essential Functions & Responsibilities:

30% Answer member calls to resolve their requests in a timely manner.

25% Monitor all digital member touchpoints (MeridianLink, MyCentric Connect, Secure Messaging, Email).

20% Assist members with any needs related to Credit Union’s e-commerce services.

10% Review and complete LSI Service Link tickets.

10% Track member interactions for monthly reporting purposes.

5% Performs other job-related duties as assigned by supervisor.

Performance Measurements:

1. To maintain a positive attitude and deliver Live CENTRIC service to all members.
2. To complete and file all necessary documents in a timely manner.
3. To maintain a dependable record of attendance and timeliness.
4. To answer all calls in a timely manner.
5. To proactively seek opportunities to cross-sell products and services for the betterment of our membership.
6. To cross-train in all areas of the MyCentric Department.
7. To maintain an effective working relationship with other members of the MyCentric team to resolve problems and assist members.
8. To maintain a professional manner and positive attitude while working with other staff members.
9. To ensure web site is current, alterations are to be made within 24 hours.
10. To work with members when problem situations arise and resolve these problems within 24 hours.
11. To utilize training and experience-based knowledge to troubleshoot and resolve complex member problems while providing specific explanations.
12. To handle internal inquiries in a timely manner.
13. To process daily mail with minimal errors. (Returned mail and loan payments)

Knowledge and Skills:

Experience - One year to three years of similar or related experience.

Education - A high school education or GED.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Physical - While performing the duties of this job, the employee is regularly Requirements required to sit. The employee must occasionally lift and/or move up to 25 pounds.

Work - While performing the duties of this job, the employee must be able to Environment multi-task within a high paced environment.